A support ticket is a tracked conversation with the people who can help you. It beats an email to somebody's personal address, because it does not sit unread while they are on holiday.
How to raise one
- From inside Gorilla Dash — the support form. It knows who you are and which tribe you are in, so it arrives already labelled.
- By email — write to the support address. Replies thread back into the same ticket.
- From the Help Centre — Contact Support on /support.
Writing a ticket that gets answered first time
| Include | Why |
|---|---|
| What you were doing | The screen and the button, not just the outcome. |
| What you expected, and what happened | The gap between those two is the whole problem. |
| An example | A customer name, an order number, a campaign — something specific to look at. |
| A screenshot | One picture usually saves two rounds of questions. |
| Which tribe | If you work across several, say which one you were in. |
THE MOST EXPENSIVE TICKET
"It's not working." Every one of those costs a day, because the first reply has to be a question. Thirty seconds spent adding the specifics gets you an answer instead.
After you send it
- You get a confirmation and can follow the ticket.
- Replies arrive by email; replying to that email adds to the same ticket rather than starting a new one.
- You will be told when it is closed, along with what was done.
REPLY TO THE TICKET, NOT A NEW EMAIL